"Tesco So Big It Does Not Have To Care"

collywobs

Hi All,
Just wanted to have a gripe about Tesco.
I placed an order 2 weeks ago for a bouquet of roses to be delivered to my
mother today for Valentines Day. She is recently widowed, so I thought it
would make her day a little more bearable to receive a lovely bunch of fresh
flowers.

I received an email Friday, to say the goods were despatched, so I thought
all was well.....How wrong I was.....

I called my mother this evening to wish her lots of love and looked forward to
her thanking me for the wonderful thought....NOTHING.... the flowers had
obviously not arrived. I questioned her about a delivery but she had been in
all day, no deliveries except the postman at his usual time of 07:05.

I proceeded to call Tesco.com' number, the recorded message said that all
account managers were busy, call back later. This continued for an hour...
In the meantime, I tracked the job, as suggested by Tesco.com, on the
parcelforce internet, there was nothing available on the consignment
numbers supplied.

I eventually got into the queue at Tesco. 24 minutes later (!!) my call was
answered.

I had a scripted conversation that basically boiled down to
"We don’t really care; we have your money, put your complaint in writing or
call back tomorrow"

30 minutes I spent on that call to achieve absolutely nothing. The lady kept
telling me that had lists of hundreds of peoples names, who were NOT
receiving their flowers either...That made me feel Load’s better...NOT!

Its not the fact they didn’t deliver that bothers me, I have used their home
delivery service, so I am used to that ;-)....its the fact that’s its my mother
that’s suffered at the hands of the company so big....IT DOES'NT HAVE TO
CARE!


Thanks for taking the time out to read this, I feel loads better now thats off
my chest!!

C

divadee

aaww that is awful, a big thumbs down to tesco for that.

Hope you can rectify it and get some compensation for your mum, at least she wasnt expecting them (imagine how bad that would of been).

for you and your mum

moneynoviceat32

I saw your notes and I really feel for you, those sort of things really annoy me. I have my own company and pride myself on customer service and I think that is the main reason I have some good customers.

It is such a shame that they spent so much time and effort
advertising this service and then didn't have the infrastructure to carry it through.

I bet you are pleased that you didn't tell your mum, blimey could you imagine! At least you know she will receive them at some stage and it will be a nice surprise!

I got some unexpected flowers today and when I rang to thank the sender (my ex) he said that he booked them to deliver at 10am and I got them at 3pm and he was furious so I didn't bother to tell him that when I went to smell them ( they are pink lillies) instead of the lovely aroma of lillies ( he thinks smells likes wee!),they had cut out the pollen and stank so badly of the drivers ciggies I had to put them outside for at least two hours! My mum says I should tell the shop as I can imagine that any non smoker that received flowers from them felt the same way as me
x

Glad

there are a lot of other people who have been let down by tesco too, they should be ashamed of themselves,
Martin has said he may do something a bout it and one person got a full refund and an offer of a free delivery of flowers next weekend see HERE

peter_the_planter

whilst I cannot condone th yukki smell of cigarettes, you will find many florists cut off the stamens as Lily pollen is one heck of a job to get rid of if it gets on your clothes.

collywobs

Hi all,
Thank you for your lovely comments - better than "getting therapy" this site you know!

I have an update:
I didnt get a call (as I expected) from Tesco.com customer service.
Mum got her flowers left at the gate today
I called Tesco.com tonight, only had to wait 24 minutes! in the queue.

They are sending another bouquet as an apology, also refunding the cash back to my card.
Mum was delighted! and if Tesco manage to deliver the 2nd Bouquet, she will be again this week too!

Thanks again
Warmest regards
C

moneynoviceat32

peter_the_planter wrote:

whilst I cannot condone th yukki smell of cigarettes, you will find many florists cut off the stamens as Lily pollen is one heck of a job to get rid of if it gets on your clothes.

I understannd what you mean about the staining ( I have had my fair share of ruined white blouses!)but I just find it a big shame as the smell is one of best parts of receiving flowers and when I got mine I took a big sniff ( don't know how else to word it!) and got a nose and throatful of ciggies, being an exsmoker (the worst kind!) it made me feel physically sick. more of them have opened up now and they smell divine!

Glad to see Tesco's are at least doing something. I spoke to a friend yesterday who had Parcelforce collect from him at 4.30pm and the driver had a van load of flowers that he hadn't had a chance to deliver doh!!

maggut

Have to agree with the comment Tesco so big it does not need to care. The same applies with the staff at our place.....the conditions we have to work with are disgusting, half the tills are broken, the footstools dont adjust,the gadgets to take tags off with dont work......and we've just had a refit! The only real difference is they gave the place a paint job and made all the shelves to high the customers cannot reach. But the management wont hear a bad word said about the place. Thing is where we are based there is no real competition for us so they get to treat the staff and customers how they want knowing we have nowhere else to go. I wonder if its the same where you are?

collywobs

What a joke, It gets worse!!
My letter to Tesco, this evening....

Sir/Madam

I write regarding the quality of the flowers received late on 15th Feb 2005. I actually went to visit my mother on Saturday 20th and the flowers were all dead. The quality is abysmal and your service is just as bad.
The flowers as a replacment for not delivering them as per your promise of 14th Feb have still not arrived. These were due to be with the recipient by the end of last week.
I called to complain this evening and spoke with *********, whom would not deal with the quality issue at all.

I escalate this complaint to you because:

1) You have not replied to my email of 14th Feb 2005 (see below). Disgusting for a customer to have to wait over a week for a response.

2) Your agent has not addressed a reported valid quality issue, even though the flowers state they should last for 7 days. Point blank refused to discuss the quality issue or address it stating terms and conditions. (shame its not so straight forward when you FAIL TO DELIVER!)

3) Replacment flowers for non delivery have still not arrived. Again, plain distgusting. Not only did you fail to deliver in the 1st instance, you failed on the goodwill offer too! I really dont think Tesco should make any more promises you cant keep. Perhaps all your service offers should state in just as big writing as the offer: WARNING. WE CAN AND PROBABLY WILL LET YOU DOWN, as in my experience 100% fail rate.

Please copy all communication to **********, whom I have been told is the Manager for that department.

I have placed the full communication on a very public forum board with 1000's of members, noting your failed service and inability to make that right, also the poor quality of your product and your refusal to address a valid complaint. I have also forwarded all my communications to BBC's Watchog in a hope that they publish a story, so no-one relies too heavily on your promises next year. I would have also let them have your side of the story, if you had bothered to respond.

Lastly I saw your advert for mothers day flowers......... I THINK NOT!!

Sincerely
C


I didnt want anything else from Tesco, just thought they ought to know their flowers are rubbish!!

Hey Ho............. Thanks again
C

shrek101

Where I live we had at once time 3 Tesco reasonable big town. One shop got converted to Argos. Another store was orginal Hillards remember them (only real competiton in town) they closed another store and kept the old Hillards but once they took Hillards over they charged what the hell they liked and it was tuff. Okay that was 10-11 years ago now fortunately got compeition now, Sainsburys (ex Safeway store) and Morrisions. I havent forgotten just how bad Tesco's can be when there no competition. I am sure other companies would be the same given the chance.

JasonW_2

Well done, hopefully that will make them act.

I thought it was just me who had the runaround from tesco lately. I am severely annoyed with them.

I have:
credit card
savings account
life insurance
do all my shops there
buy all my petrol at tesco (company car, ~£80 a week average)


All the stuff I buy regularly from tesco is getting harder to get hold off.. crap examples are diced onions pack and pancakes! Have had stuff that is out of date, and been charged double for BOGOFs and customer services just say OK, heres a refund

Applied for a loan and they said yes no problem, then when I put down my deposit for kitchen they said no you cant have it but we wont tell you why. Luckily, got a loan elsewhere, and that was after tesco making me wait 8 days to change their mind

Off sick from work, so called re credit card 'cardholder protection plan' to claim to get payments made for me. Was told that only covered the card if it was lost or stolen. Asked them if they were sure and they said yes absolutely positive (Katie, if youre reading this hiya ) So I said I wasnt paying for that as it should be free, but she said she couldnt cancel it, I would have to write to them. After getting advice on this forum, I called back to check and they said it DID cover sickness and they would send a form out. On the day I got the form I also got a letter confirming the payment protection had been cancelled! I was livid. Called them and they said oh well its cancelled now, if you want it put back on you wont be able to claim for 90 days



So Martin, if you are going to be doing anything against them, I would love this very much as they do seem to have gone way downhill lately, and have either got to big they cant handle it, or have fooled enough customers that they have just stopped trying

JW